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Buying a laptop From Tesco Direct.....
.....how hard can it be?
So, a friend of mine decided to drag himself into the 21st century, and connect up to t'internet.
He asked me to get him a laptop, and on Friday Sept 30th Tesco sent me an email with a £50 off laptops voucher, so on Saturday October 1st I ordered an ASUS Corei3 laptop for the princely sum of £289 delivered, and he ordered his b/band which would go live on Oct 14 (that's today).
I received the order confirmation which promised next-day delivery, (and I checked on the website which confirmed that if ordered before 3pm on Sunday the item would be delivered next-day). Tesco took the money from my card account on Oct 3rd.
The order was not delivered on Monday, so I rang Tues and was told it would be delivered that day, On checking the website I had my doubts, as the "Your Tesco Orders" page showed "At warehouse - dispatching soon" , so I rang again in the late afternoon.
This time the CS advisor said she did not know when the order would be delivered, would I like her to ring the supplier to see if she could find out? After waiting she said they couldn't tell her because they only kept the next ten orders on their system at any time. I asked her how I was expected to to available to sign for a delivery when Tesco could give me no idea when the delivery date would be. I told her I'd already waited in all that day, and had to go out on Wednesday.
"All right, would you like to cancel the order then?" she said
"What! No, " I replied, " I want the laptop I ordered"
"Would you like me to phone you tomorrow with an update?, she said
"Yes please"
"It'll be at 5 o'clock"
"5! do you mean 5pm? Why can't you ring before 5pm?"
"Because I don't start work till then......"
This is Tesco isn't it? UK's biggest retailer.
Of course the laptop did not arrive on Wednesday, but at just after 5pm the phone rang with an automated message that my order could not be fulfilled, and they would be in touch with an alternative offer.
On Thursday I was phoned with an offer to substitute an Acer laptop. I said I'd look into it and phone back. I wasn't very impressed, but my mate said yes, so I rang Friday to accept.
This time I expressed my mild disappointment about Tesco's performance to the lady CS rep - "Yes", she said, "and how do you think we feel being let down by our supplier?"
That really helps.
"When will I receive the replacement laptop", I asked.
"They should start shipping them out next week"
"So do you mean I'll have it next week"
"Well, they should start shipping them out next week"
Hmmmm...
So then I asked if I would receive confirmation of the replacement order, and if the net account would be updated, She told me it would take the system a couple of hours, then I would get an email.
NO email, NO update.
On Sunday a message was left replying to the complaint email I had sent the previous Wednesday. There was a "sorry" ( the first time I'd had one), and then I was told if I wanted to accept the replacement ACER I should phone!
So, Monday I phoned. CS is very busy, maybe not surprising. Finally got through to a rather edgy advisor. He couldn't tell me thing - not even if my order was in the system, or when it would be delivered, nothing! and made me feel like I was being a nuisance.
I asked why the "Your Tesco Orders" page still showed the Asus "At warehouse - dispatching soon" - "that's because we are using the payment made for that order for your new order" He left out the words "you idiot", but I got the impression that's what he meant. I asked when the laptop would be delivered.
"As I'm sure you were told when you ordered, it will be shipped out at the end of next week!" Nice.
Had a rest on Tuesday.
Rang Wednesday - nice guy, but he claimed to know nothing about my replacement - he said he would get on to the supplier immediately and tell them they must phone me with the delivery date - they haven't.
Rang Thursday - this time a nice girl - she said she knew all about it, and would ring back to with delivery details, and she did! Delivery Friday between 7am-7pm.
Today got an email - "The order should be delivered between 7am-7pm on Saturday 15 October 2011"
....and just looked at the Order Status Webpage:
Delivery expected on Monday 17 October 2011 between 7am-7pm
Are they havin' a laugh or what?
.....how hard can it be?
So, a friend of mine decided to drag himself into the 21st century, and connect up to t'internet.
He asked me to get him a laptop, and on Friday Sept 30th Tesco sent me an email with a £50 off laptops voucher, so on Saturday October 1st I ordered an ASUS Corei3 laptop for the princely sum of £289 delivered, and he ordered his b/band which would go live on Oct 14 (that's today).
I received the order confirmation which promised next-day delivery, (and I checked on the website which confirmed that if ordered before 3pm on Sunday the item would be delivered next-day). Tesco took the money from my card account on Oct 3rd.
The order was not delivered on Monday, so I rang Tues and was told it would be delivered that day, On checking the website I had my doubts, as the "Your Tesco Orders" page showed "At warehouse - dispatching soon" , so I rang again in the late afternoon.
This time the CS advisor said she did not know when the order would be delivered, would I like her to ring the supplier to see if she could find out? After waiting she said they couldn't tell her because they only kept the next ten orders on their system at any time. I asked her how I was expected to to available to sign for a delivery when Tesco could give me no idea when the delivery date would be. I told her I'd already waited in all that day, and had to go out on Wednesday.
"All right, would you like to cancel the order then?" she said
"What! No, " I replied, " I want the laptop I ordered"
"Would you like me to phone you tomorrow with an update?, she said
"Yes please"
"It'll be at 5 o'clock"
"5! do you mean 5pm? Why can't you ring before 5pm?"
"Because I don't start work till then......"
This is Tesco isn't it? UK's biggest retailer.
Of course the laptop did not arrive on Wednesday, but at just after 5pm the phone rang with an automated message that my order could not be fulfilled, and they would be in touch with an alternative offer.
On Thursday I was phoned with an offer to substitute an Acer laptop. I said I'd look into it and phone back. I wasn't very impressed, but my mate said yes, so I rang Friday to accept.
This time I expressed my mild disappointment about Tesco's performance to the lady CS rep - "Yes", she said, "and how do you think we feel being let down by our supplier?"
That really helps.
"When will I receive the replacement laptop", I asked.
"They should start shipping them out next week"
"So do you mean I'll have it next week"
"Well, they should start shipping them out next week"
Hmmmm...
So then I asked if I would receive confirmation of the replacement order, and if the net account would be updated, She told me it would take the system a couple of hours, then I would get an email.
NO email, NO update.
On Sunday a message was left replying to the complaint email I had sent the previous Wednesday. There was a "sorry" ( the first time I'd had one), and then I was told if I wanted to accept the replacement ACER I should phone!
So, Monday I phoned. CS is very busy, maybe not surprising. Finally got through to a rather edgy advisor. He couldn't tell me thing - not even if my order was in the system, or when it would be delivered, nothing! and made me feel like I was being a nuisance.
I asked why the "Your Tesco Orders" page still showed the Asus "At warehouse - dispatching soon" - "that's because we are using the payment made for that order for your new order" He left out the words "you idiot", but I got the impression that's what he meant. I asked when the laptop would be delivered.
"As I'm sure you were told when you ordered, it will be shipped out at the end of next week!" Nice.
Had a rest on Tuesday.
Rang Wednesday - nice guy, but he claimed to know nothing about my replacement - he said he would get on to the supplier immediately and tell them they must phone me with the delivery date - they haven't.
Rang Thursday - this time a nice girl - she said she knew all about it, and would ring back to with delivery details, and she did! Delivery Friday between 7am-7pm.
Today got an email - "The order should be delivered between 7am-7pm on Saturday 15 October 2011"
....and just looked at the Order Status Webpage:
Delivery expected on Monday 17 October 2011 between 7am-7pm
Are they havin' a laugh or what?
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